Customer Service Representative

Vernon Hanks Orem, Utah

Career Summary

Work directly with customer keeping them up to date on the status of their project. Making phone calls before customer has the opportunity to call in and ask about their project. Improved customer relations within each organization and department. Implemented questionnaire to survey customers satisfaction level and how to improve future sales with current customers. Working with customer creating an experience the customer will return with their future business. Optimizing slow periods of work by generating new clients and creating additional sales and work flow. During busy seasons, recruit new help and train the proper way to work in production areas.

Qualifications and Competencies

Account Management - Customer Service

Resolved customer complaints and issues effectively over phone.

Created customer survey system, called customers asking questions regarding the service provided by company.

Generated weekly, monthly and quarterly reports.

Increased customer satisfaction within the organization by 25%.

Worked with sales team to maintain customer satisfaction.

Answered incoming and made outgoing calls to various customers throughout the day.

Scheduled appointments for sales and management to meet with current customers and potential clients.

Sales

Increased sales over 15% by making cold calls to large bullion dealers through out the United States - Acquired one of the largest dealers.

Product finalization working with departments being a liaison between sales, department and customers.

Contact current clients to generate new sales

Managerial

Managed 10 – 15 employees in production facility

Overseen training for each department

Delegated responsibilities to individuals qualified to complete task

Maintained quality control for product shipping to customers

Recruitment during busy times

Conducted meetings, weekly and when necessary

Professional Experience

Schmidt Signs Customer Service/ Graphic Artist June 2015 – August 2016

Initiated follow-up with customers to make sure email was received and graphics approved

Improved production by decreasing time to weed and pre-space decals

Created artwork from customers and implementing the ideas to generate satisfactory graphics for customers.

created designs to customer wants and needs. Increased sales by up-selling customer on higher quality products.

Training employee correct procedure to generate artwork for customers.

UCI Marketing Account Manager /Customer Service Rep. January 2012 – May 2015

Created customer survey questionnaire, improved customer satisfaction 25%.

Used surveys to compile weekly, monthly and quarterly reports.

Resolved customer issues and complaints in a satisfactory manor to keep the customer happy and satisfied.

Schedule installation with customers once the product was completed and ready for shipping.

Follow up with customer to make sure product was received according to their specifications and were satisfied with product received.

Answer and transfer calls to correct department within organization. (7 Departments)

Retrieve information regarding customer questions about products and services UCI had to offer.

Initiated creation of UCI Marketing Catalog.

UCI Sign Shop Production Manager/Supervisor February 2006 – August 2012

Fine tuned production procedures for simplicity and flow throughout production process

Work directly with customer to ensure the design of product was satisfactory to their needs.

Fabrication of Interior/Exterior signage, cutting, laser engraving

Training co-workers on the correct procedure to produce an order.

Shipping, packing product to get to customer without being damaged.

Liberty / Regency Mint Production Manager November 1987 – February 2002

Proactively submitted job requirements through media, contacted individuals who fit the criteria, conducted interview, hired qualified individual, provided training to hired individuals

Increased sales 15% by acquiring one of the largest coin dealers in the united states, and other local dealers.

Saved company 10% monthly by redeveloping better shipping procedures.

Saved company over $1,000 per month researching alarm company, and installing new alarm system.

Arranged pricing structure for products purchased

Utilized my skills to produce product in the minting industry no one had been able to produce before.

Education

Associates Degree Stevens Henager College of Business – Provo, Utah

Accomplishments

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Market Research

Interviewed clients via market research surveys to identify product issues and customer needs.

Database Maintenance

Assisted in creation of company database, verified, edited and modified customers information used for survey.

Hobbies

Cooking, working in the yard and doing special projects around the house. Spending the day with my wife and son in the canyon fishing or relaxing. Being creative, building projects with power tools. Watching movies. Spontaneous trips.

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